customer-experience

By now you likely know all about the importance of the user experience (UX) in product design. Another angle on making your organization user-centric that’s getting more attention is CX, for “customer experience.” Simply put, CX seeks to give..

 Persona non grata: Five pitfalls to marketing personas and how to avoid them

The smart home of today is great. I love being able to shout my commands to hear music or check the news, use my phone to turn on my lights, lawn sprinkler or security system and use my laptop at work to inspect the perimeter of my yard.

Imagine a complete view of every digital interaction you have with your customer. Imagine every step of the customer journey feeding data into your Customer Relationship Management (CRM) database, powered by a marketing automation platform able..

On an average day, my iPhone receives 22 notifications from the Nest camera in our house, eight open/close updates from our garage door, and an occasional email from our car detailing tire pressure and oil life. Last week, the fire alarm in our..

In case you missed it, the phrase “digital transformation” is everywhere. Google it, and you will be presented with a list of nearly nine million links. That’s not as many as “big data” (64 million references), but it is quickly rising as the..

If you’re lucky, at least one person in your organization – probably a graphic designer or product development manager – seems to have an aversion to the word “customer,” in favor of the word “user.” They’re always talking about “user needs” and..

We’ve all been at companies that talk the talk but don’t walk the walk when it comes to the importance of customer feedback and insight. At these companies, client feedback is often stuck in silos (Customer Service, Account Management, etc.) and..

I recently spent 30 minutes trying to solve a problem in the customer service section of a service provider's website. Frustrated I picked up the phone and called them. The representative answered and somehow already knew my exact problem, and..